choose the country where you send the recharge and the operator of the mobile you want to recharge

proceed to payment

check the recharge status in the Activity - Orders section of your account.

Is there an expiry date on the Top Up that I send?

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We do not impose any expiration date on the Top Up that you send and normally the mobile operator of the phone you are recharging will not impose any either. We advise you check such details with your mobile operator.

How long does it take for the top up to arrive?

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The Top Up credit is normally received immediately after a successful purchase. However, on rare occasions, if the mobile operator of the prepaid number you selected to recharge is experiencing delays, then the Top Up could take up to 12 hours.

Note that the operator will not always send an SMS to the recipient to advise of the top up and so if, after 12 hours the Top Up has not been received, then the recipient should get in touch directly with the mobile operator directly to confirm their balance. The contact information for the operator is listed on the invoice, available in your account. Alternatively, you can let us know after 24 hours, so that we can contact the operator for you.

What are "local taxes"?

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A local tax is tax assessed and levied by a local entity or authority such as a state, county, municipality, or a local operator in this case. Local taxes differ according to the the country airtime is sent to. They may cover one, several or all of the taxes below: local operator's fees, VAT, specific municipality taxes, or national taxes in the destination country. The local taxes are not under the control of . The processing fee is what adds to the order value to cover for international transaction costs. The service processing fee will be displayed in the checkout, which is the last step in the purchase process.

What is Nauta?

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Nauta is the Internet provider in Cuba, offering Wi-Fi access in hotspots all over the country.

How can I recharge a Nauta account?

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To recharge a Nauta account, you need to visit the Top Up page and select Nauta. Then enter the email address associated to your friend's account and choose the amount you want to send. Tick the Send SMS box, enter your friend's mobile number, and type in a message if you want to let them know you recharged their Internet account.

Why did the phone I recharged not receive the promotional bonus?

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If the bonus was not received, you or the beneficiary should get in touch with the mobile operator directly. The contact information is available on your invoice with us. Alternatively, you can let us know after 24 hours, so that we can contact the operator for you.

The promotions that we display on our website are run solely by the local mobile operators, who are fully responsible for awarding the bonuses. We also display their Terms and Conditions associated with a specific promotion.

Why did the mobile phone I recharged receive less credit than I expected?

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In many countries, the government charges a local sales tax on Top Ups. It is the same tax that consumers would have to pay if they bought a Top Up in store, in that particular country. Also note that mobile operators in several countries reserve the right to impose fees on top ups without prior notice.

Can I recharge any mobile?

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You must check if the mobile you wish to recharge is a prepaid number
and allows prepaid recharges. After this, please make sure you have the
correct number and mobile operator selected.

How do I know if my Top Up was processed?

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The Top Up is processed once you receive the invoice with the status “Successful.” This means that the amount was sent to the mobile operator. It may take up to 24 hours for the mobile operator to update the credit to the prepaid number you selected. You can always check the status of your orders in your account.

Are there any extra fees that apply to top ups?

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For every Top Up you will be charged a processing fee of minimum $1, depending on the amount you are recharging. You can see the exact processing fee amount on your checkout order summary before completing the purchase.

What can I do if I recharged the wrong number?

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Unfortunately, we cannot retrieve recharges that were sent to the wrong number or operator. These transactions are considered complete and we cannot retrieve or refund them since a successful online payment leads to immediate credit availability on the recharged mobile. Please carefully check and double-check the number you enter.

Can I recharge minutes or data with Mobile Recharge service?

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We can help you top up a mobile online, but the way the credit is being used depends on the local provider. You may want to check if the mobile operator has any plans or Internet packages advertised on our website.

What is the calling rate that will apply to my Top Up beneficiary?

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The rates that apply to calls made by the mobile number you recharge will be the ones established by the local mobile provider. Please check this information with that mobile provider.

Where can I check the Terms and Conditions for a Top Up offer?

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Topup.com may have special offers for different mobile operators. Please check the Terms and Conditions displayed on the Top Up page to make sure you know all the details of an ongoing promotion.

What if my Top Up order has the status “Failed”?

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The “Failed” status can result if the mobile operator in that country is experiencing a technical outage. In this case we will attempt to send the recharge to that operator over the following 12 hours during which time the mobile operator will most likely have recovered and be able to accept the recharge. The status will then charge to “Successful”.

The “Failed” status can also result for: incorrect mobile number, incorrect operator-number combination entered, post-paid instead of prepaid mobile number entered, mobile number is not yet activated etc. Please recheck the information you entered to make sure all information is valid.

If a “Failed” status changes to “Successful” then you will be changed accordingly. If after 72 hours, the status remains on “Failed” and you have not requested an inquiry, then our system will automatically cancel the transaction and you will not be charged.
You can always check the status of your orders in your account Activity.

Is there a maximum order limit for top ups?

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There is no maximum order limit for the number of orders a client can place.

Still, some local operators may set a limit to the top up amount that a number can be recharged per week or month.

Payment

What forms of payment do you accept?

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The payment can be made with Credit Card, Debit Card and PayPal.

Where can I find my invoice?

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Log into your online account, and go to the "Activity" tab. Next, tap on "Orders" and look for the order you're interested in. On the same line, tap on "View" to check your invoice details.

If you need to check older transactions, please hit "More" below your list of orders to have the whole list displayed.

Do you have Terms and Conditions?

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Yes, our products are subject to certain Terms and Conditions. Once you've made a purchase, it means you have agreed to them.

What is 3D-Secure?

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3-D Secure is a global e-commerce solution that enables cardholders to authenticate themselves to their card issuer through the use of a unique personal code/password. When you make a purchase, you may be redirected briefly to your bank/issuer website to enter your 3D-Secure password and when your bank/issuer accepts this, then you are redirected back to our website to complete the purchase. This solution addresses current consumer concerns about the security of online shopping and the high rate of e-commerce fraud and it is designed to take online shopping security and consumer confidence to a new level.
For VISA customers the security check will appear under the name "Verified by VISA". For MASTERCARD customers the security check will appear under the name "MasterCard SecureCode".

Why have I been asked to enter a password when making a purchase?

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This is a 3D-Secure security check directly from your bank/card issuer. When you make a purchase, you may be redirected briefly to your bank/issuer website to enter your 3D-Secure password and when your bank/issuer accepts this, then you are redirected back to our website to complete the purchase. If the bank/issuer is asking you to enroll for 3D secure or enter a password for 3D-Secure and you want to skip this, then you must get in touch with the bank directly.

What is a “Pending” transaction?

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A “Pending” transaction is any transaction waiting to be processed. On your credit card statement it may appear as a pending debit and this will turn to a full debit as soon as your order changes from “Pending” to “Successful”. If your order does not change to “Successful”, then the pending debit will automatically disappear from your credit card statement. You are only charged for “Successful” orders.

What credit/debit cards do you accept?

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We accept Visa, MasterCard, American Express and Discover for orders on the website. You can also use your PayPal account with us. Please note that American Express cards can be used for USD payments only.

Can I buy your products using a debit card?

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You can purchase any of our products by using both credit and debit cards.

Is your website secure? Can I place orders with my card safely?

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Yes, our website is secure for online transactions. We use reasonable precautions to keep the personal information you disclose both in your browsing and your purchases, and never release this information to third parties.

What's my billing address?

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Your billing address is the address your card was issued to. Please use this as your billing address for orders on the website. We will not send anything by mail to this address.

Can I ask for my money back?

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We offer 100% guarantee. However, our products are subject to Terms and Conditions and we will offer a refund only if the service did not work.

How to Buy

How can I change the card saved in my account for a recurring payment?

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In order to change the card saved in your account for a recurring payment, you need to:

Go to My Account, choose the product for which you want to replace the card, and select the new card from the dropdown.

Do you charge anything extra?

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For buying a Top Up you will be charged a small processing fee depending on the value you wish to buy. The exact amount will appear on the checkout page before you make payment.

Why was my payment declined?

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Declines can happen for a variety of reasons, the most common of which are: insufficient funds, incorrect card information, expired or canceled card, and the impossibility of making online payments with that specific card. In some rare cases there may be a communication error or a technical problem, so we recommend that you try again later. If your payment still doesn't go through, please contact your bank for more information.

How can I save another credit/debit card in my account?

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Log in to your account, click on "My Information" tab and then "Add a new card" under "Payment Method."

Can I pay through money transfer?

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No, but we accept all major cards and PayPal. Please check our payment options at the bottom of the page.

Is there any other place I can buy your service from?

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No, the service can only be bought online, on this website.

How do I edit my billing address?

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If your billing address has recently changed, go to My Information page, click Edit, delete the old address and add the new one.

Do I sign a contract?

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To buy the service, you must agree to our Terms and Conditions. This will be considered your consent for buying the products.

Account Information

I lost my password. How can I retrieve it?

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On the login page click Forgot password, enter the email registered in your account and click Retrieve. You will receive a link in your email inbox. Click the link to change your password. If you cannot remember the email address registered in your account, please contact us.